Customer acceptance of internet banking in Estonia

Abstract

The Internet has emerged as one of the most important distribution channels for financial services firms. However, there is still a need to more fully understand the antecedents to customer use of banking via the Internet. The purpose of this article is to study technology acceptance of Internet banking in Estonia, an emerging east European economy. The present paper modifies the technology acceptance model and applies it to bank customers in Estonia, because Estonia, a country with a developing economy, has focused on Internet banking as an important distribution channel. The findings suggest that Internet bank use increases insofar as customers perceive it as useful. The perceived usefulness is central because it determines whether the perceived ease of Internet bank use will lead to increased use of the internet bank.Put differently, a well-designed and easy to use internet bank may not be used if it is not perceived as useful. We thus conclude that the perceived usefulness of Internet banking is, for banks, a key construct for promoting customer use. We also suggest that models of technology acceptance should be re-formulated to focus more on the key role of the perceived usefulness of the service embedded in the technology. Implications for banks are that they need to put much effort not only into making a user-friendly internet bank, but also into explaining to their customers how the internet bank is useful to them.

Determinants of Internet Banking Adoption in Jordan

“…Many of the researches supported that there is a positive and upward relationship between the perceived ease of use and the probability of adoption of internet banking (Wang, et al, 2003;Hernandez & Mazzon, 2007;Gounaris & Koritos, 2008). On the other hand, other researches (Pikkarainen et al, 2004;Eriksson et al, 2005) contradicted this result and concluded that the ease of use has no influence on the internet adoption.…”

Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon

“…computers, internet, etc. ), uncertainty such as security risks and trust; the service effectiveness and the knowledge about transferring online (Eriksson et al, 2005;Yousafzai, 2012;Kuisma et al, 2007). Therefore, it becomes imperative for bank managers and policy makers to understand the factors that can hinder or facilitate the acceptance and usage of IB which enable them to formulate strategies to improve the take up of IB.…”

“…In Lebanon, the number of internet users increased from 13.3 to 80.4 per cent of the population between 2005(Internet World Stats, 2014 which created opportunities for Lebanese banks to expend to wider customers. However, despite the relatively advanced and well-managed banking system and the huge amount of money and resources that have been projected in this vein by all Lebanese banks (approximately $150 million were invested to implement the IB services) (Association of Banks in Lebanon, 2013), online banking is still a relatively new phenomenon in Lebanon and its adoption by the customers is reported to be very low (Itani, 2008).…”

Internet banking and customer satisfaction in Pakistan

“…It has been recommended by the results of this study that the determinants of service quality provide the basis of customer satisfaction. It has been exposed that while making 5 Polatoglu and Ekin (2001), Eriksson et al, (2005), Musiime and Ramadhan (2011) 6 Sathye (1999), Al Hajri (2008. 7 Jun and Cai (2001), Rod et al, (2009), Nupur (2010 8 Raza and Hanif (2013) enhancements in the satisfaction level of customers, the managers are required to appropriately weight the core performance, features and relative performance factors in context of retail banking.…”